Director, Professional Services (Multi Segment)

At Kyruus Health, our mission is to connect people to the right care, in pursuit of our vision: a better healthcare system- one that's transparent and accessible- where everyone gets the care they need. Our values are at the heart of everything we do:
We care deeply – We do the right thing even if it’s the harder thing. We are fiercely driven – We harness our curiosity to pursue continuous improvement and create simple solutions to complex problems.We lead with respect – We celebrate the individual traits that make each of us unique and seek out diverse voices to listen and learn.We are accountable – We do what we promise for each other and our customers.
Here’s what that would mean for you in the Director, Professional Services (Multi Segment) role. Care: As a leader of the Implementation Team, you’ll play the role of people manager, team strategist, and customer escalation point to provide both internal and external support to our customers. You’ll contribute to the development of the Kyruunauts that report to you by understanding their career goals and challenges, and equipping them to be as self-sufficient as possible, while also providing assistance and guidance as needed. You’ll demonstrate care in executive partnership with our customers by building trusting relationships, mitigating project risks, and maintaining good project health. Driven: You are driven by department and corporate scorecard metrics, customer satisfaction and delivery feedback, team performance opportunities, and process improvement. Respect: You demonstrate respect by building strong, trusting relationships with your direct reports as well as your cross-functional leadership peers. You will lead with tenacity and integrity. Accountable: You are accountable for driving, reporting on, and being audible-ready for business metrics, project health, and team operations (e.g. capacity, cycle time, profitability). You are accountable for ensuring project deliverables are met, risks are mitigated, and customers are set up for success and achieve desired results. You are also accountable for identifying and enabling people and team development. 

What you will do in a Director, Professional Services (Multi Segment) role at Kyruus Health:

• People Leadership: 
• You’ll onboard, people-manage, and coach a team of Implementation and Senior Implementation Managers that span Medical Group, Health System, and Payer markets. You will support them in their internal and external initiatives, identify areas of opportunity, and facilitate continual learning to refine and further develop expertise. 
• You will foster a culture of synergy amongst your team, such that you look for opportunities to unify across product and market segment lines. 
• You’ll proactively assist your team with forward thinking around personal and business growth, as well as with ways to improve customer focus and service delivery. You’ll guide them through measures of success. 
• You’ll be responsible for maintaining a happy and curious team, managing capacity planning/staffing, and tracking utilization for your team. 
• You’ll reinforce a culture of accountability by holding your team accountable for effective project management including: all “make the bed” activities (e.g. updating standard project plans, completing timesheets, documenting key decisions and next steps, etc.), balancing and navigating the needs of clients, monitoring project health, and maintaining project risk visibility internally and externally. 
• You’ll reinforce and support a culture of proactive and thoughtful feedback for both process and people coaching. You’ll demonstrate appropriate feedback delivery and coach others on how to provide feedback as well. 
• You will lead by example, by demonstrating a bias to action with a sense of urgency to drive results; orienting around the “north star” of driving customer satisfaction and delight, you will constantly seek ways and take actions to service our customers better (and will expect your IMs to mirror). 

Internal Leadership: 
• You’ll partner with the VP of Professional Services as a thought leader to cross-functionally influence, construct, and execute on scorecard metrics across all segments. 
• You’ll monitor and track data pertaining to team and scorecard metrics. You’ll proactively own: identifying trends, highlighting areas of improvement, and reporting out on these findings to leadership with actionable steps to improve. 
• You’ll work diligently to ensure your team drives towards cross functional metric success, and you’ll look for data trends and feedback to identify areas of opportunity in the customer and implementation experience. You’ll take next steps to prioritize how